Support Engineering Coordinator LATAM & APAC | Remote​/BR

Support Engineering Coordinator [LATAM & APAC] | Remote/BR

Remote

Remote  

We are looking for a Support Engineering Coordinator to lead our international technical support team. This role combines strong technical background in cybersecurity and infrastructure with leadership skills to manage a remote support team across multiple time zones (LATAM, APAC). The ideal candidate has experience in technical leadership roles, thrives in a fast‑paced SaaS support environment, and is comfortable acting as a bridge between customers, product, engineering, and operations.

• Lead and manage a global team of Technical Support Engineers (L2/L3), ensuring performance, operational health and career development
• Organize team routines: 1:1 meetings, feedback cycles, performance tracking, coaching sessions
• Monitor and manage ticket queues, ensuring prioritization, load balance and SLA compliance across time zones
• Act as the coordinator for critical escalations, engaging directly with enterprise customers when needed, especially in high‑impact regions (North America and Western Europe)
• Collaborate with Support Operations to track key KPIs (FRT, TTR, backlog volume, escalation rate, CSAT) and generate improvement opportunities
• Work with the Enablement team to guarantee efficient onboarding and accelerated technical ramp‑up for new joiners
• Ensure process alignment and operational excellence (escalation workflows, bug triage, documentation standards, resolution quality)

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical fields
• 5+ years of experience in Technical Support, SRE/NOC/Systems Engineering, including coordination or leadership duties
• Strong knowledge of incident/problem management, client communication, and service operations reporting
• Previous experience supervising or leading remote and multicultural technical teams
• Excellent communication and interpersonal skills to manage stakeholders and distributed engineers
• Fluent English (written and spoken) required
• Familiarity with support platforms and tools (Service Now, Jira)

• Experience with cybersecurity, network security or identity platforms (IAM, PAM, MFA, SSO)
• Experience working in fast‑paced B2B and vendors environments

Segura® is a community of professionals passionate about technology who believe in the power of collaboration to protect the digital world and bring prosperity through cutting‑edge technology solutions.